Ahmed Saied El Kady

Experience

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  Renaissance Sharm El Sheikh Golden View Beach Resort

  Feb 2014 - Apr 2014

  Guest Experience Coordinator (Delighted To Serve Agent)

  -Serve as the primary point of contact for guests, efficiently managing inquiries, special requests, and complaints to ensure a 95% satisfaction rating.-Collaborate with various hotel departments (housekeeping, room service, maintenance, etc.) to promptly address guest needs and resolve issues, resulting in a 20% reduction in complaint resolution time.-Maintain comprehensive knowledge of hotel services, promotions, and local attractions, providing personalized recommendations that enhance guest satisfaction and contribute to a 15% increase in repeat bookings. Show less

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  The Westin Dubai Mina Seyahi Beach Resort & Marina

  May 2014 - Jun 2017

  Room Division - Front Office Supervisor

  -Lead and manage daily front desk operations, ensuring seamless check-ins, check-outs, and guest services.-Evaluate and enhance staff performance by providing training, guidance, and constructive feedback to front office team members.-Achieve high customer satisfaction by promptly addressing guest inquiries, complaints, and special requests.-Collaborate with housekeeping, concierge, and other departments to fulfill guest needs efficiently.-Monitor and manage room availability, rate plans, and booking statuses, ensuring accuracy in the hotel’s system.-Provide exceptional service to VIP guests, focusing on personalized attention and detail.-Maintain precise records, reports, and shift logs to track front office activities.-Enforce compliance with all front office procedures and hotel policies among staff.-Oversee cash handling, billing, and financial transactions related to guest stays.-Promote and manage guest loyalty programs to ensure proper implementation and effectiveness.-Participate in the recruitment, scheduling, and training of new front office employees to build a strong team.-Support front desk operations during peak times to ensure efficiency and guest satisfaction. Show less

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  Abu Dhabi Commercial Bank

  Sept 2017 - now

  Branch Service Excellence - Customer Experience Specialist

  -Enhance Customer Journeys: Design and implement strategies to improve the overall customer experience across various banking services, both in-person and digital, resulting in a 20% increase in customer satisfaction scores.-Monitor Customer Feedback: Collect, analyze, and interpret customer feedback through surveys and reviews, identifying pain points that led to a 15% reduction in service-related complaints.-Resolve Complex Issues: Serve as an escalation point for complex service-related issues, collaborating with departments such as operations and IT to ensure timely resolution and maintain a 95% first-contact resolution rate.-Conduct Service Quality Audits: Perform regular service quality audits across branches and digital platforms to ensure compliance with the bank's service standards, leading to a 30% improvement in service delivery metrics.-Develop Training Programs: Create and deliver training programs focused on enhancing frontline staff’s customer service skills, resulting in a 25% increase in employee performance ratings.-Cross-Department Collaboration: Collaborate closely with operations, IT, and marketing departments to streamline customer service processes, improving overall efficiency by 15%.-Implement Technology Solutions: Introduce and manage customer experience management (CEM) platforms and other technological tools, which improved customer satisfaction metrics by 20% over six months.-Data Analysis & Reporting: Provide data-driven insights and reports to leadership teams, highlighting trends in customer feedback and making recommendations that led to a 10% increase in service enhancements.-Customer Retention Initiatives: Develop initiatives focused on customer retention and loyalty programs, resulting in a 12% increase in repeat customer rates.-Compliance & Regulation: Ensure all customer service procedures comply with banking regulations and industry standards, reducing compliance issues by 30%. Show less